Customer Service Representative II
Employment Information
Job Description
Remote Customer Service Representative providing support to ICE law enforcement mission. Answering calls and processing web tips while maintaining public relations.
Responsibilities:
- Provide customer service and interpersonal communication skills to support the ICE law enforcement mission
- Maintain public and community relations by answering incoming calls and processing web tips
- Review, analyze, and process tips for further action
- Available during all times as necessary to augment federal staff
Requirements:
- The government requires a minimum of five (5) years of specialized experience to include performing duties in support of a Contact Center answering and responding to inbound calls or like complexity is required. Acceptable specialized CSR experience shall also include:
- Knowledge of searching databases
- Knowledge of resolving a wide variety of complex stakeholder issues
- Knowledge of working on multiple projects simultaneously in a Contact Center environment
- Knowledge of dealing with a variety of people from varying professional/administrative backgrounds
- Ability to operate in a high-volume contact center environment
- Ability to multitask and research information on multiple databases at the same time
- Ability to enter data and talk to stakeholders at the same time
- Ability to conceptualize scenarios and communicate it effectively to stakeholders
- Ability to work independently, and demonstrated ability to efficiently interpret research and analyze information from various sources
- Ability to listen actively to complex information
- Ability to provide on-the-job training to new CSRs
- Ability to communicate effectively both orally and in writing
- Ability to create ad-hoc reports upon demand utilizing available systems
- Support weekly bi-weekly meetings with CSR
- Ability to utilize telephony systems, CRM and other ticket systems
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Life Insurance
- 401(k) Retirement Plan with matching
- Paid Time Off
- Paid Federal Holidays
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